Technical Support Engineer – Grocery Robotics & Automation

Job Description

Employer: Amazon – Worldwide Grocery Store Tech (WWGST)
Location: Remote / Field-Based (with up to 80% travel)
Employment Type: Full-Time

About the Team

The Grocery Automation and Robotics Systems Team innovates, designs, and integrates advanced automation solutions to enhance Amazon Grocery operations. Our mission is to improve associate experience, safety, throughput, scalability, and operational performance through cutting-edge robotics and automation systems.

Team members work closely with internal and external partners across geographies, bringing deep technical expertise in robotics, automation, and systems integration.

About the Role

As a Technical Support Engineer, you will play a critical role in maintaining and improving Amazon’s fleet of automation systems. You will troubleshoot complex technical issues, drive solutions during downtime events, and ensure peak performance of grocery robotics deployed in the field.

You will collaborate with Operations, Reliability, Maintenance, Engineering, and Vendor teams to deliver continuous improvement, maintain system reliability, and provide actionable technical guidance. This role requires flexibility, problem-solving skills, and the ability to work autonomously under pressure.

Key Responsibilities

• Provide technical troubleshooting for robotics and automation systems during downtime events.
• Perform mechanical, electrical, and system assessments for new automation technology.
• Deliver root cause analysis and implement pragmatic solutions to technical problems.
• Support post-launch reviews, including coordination between internal teams and vendors.
• Monitor and resolve tickets escalated from operations and maintenance teams.
• Manage vendor relationships to drive product support, development, and reliability improvements.
• Develop self-service troubleshooting tools and runbooks for field teams.
• Track system performance, network quality, fleet availability, and spare parts usage.
• Conduct weekly planning meetings with cross-functional teams to track deliverables.
• Lead critical-path initiatives and escalate risks to leadership as needed.
• Travel up to 80% for deployment to sites during large-scale events or technical escalations.
• Maintain compliance with Amazon safety standards and best engineering practices.

Basic Qualifications

• 4+ years of software development or technical support experience.
• Strong experience troubleshooting and debugging technical systems.
• Ability to document findings and resolve customer issues effectively.
• Experience working with data and leveraging analytics to inform decisions.
• Ability to perform well under pressure and manage competing priorities.

Preferred Qualifications

• Knowledge of distributed applications and enterprise systems.
• Experience analyzing and troubleshooting RESTful web API calls.
• Familiarity with automation systems, version control tools, and large-scale robotics operations.

What We Offer

• Competitive base pay: $81,400 – $182,000/year depending on market location and experience.
• Comprehensive total compensation package including equity, sign-on bonuses, and full benefits.
• Work-from-home flexibility with field deployment opportunities.
• Exposure to cutting-edge robotics and automation technology.
• Collaborative environment with cross-functional teams and global impact.